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Kudos0

Android Mobile Security Sneak Peak and Locate not working

I am having issues with Android Mobile Security Sneak Peak and Locate not working most of the time.  I have Norton Security and Antivirus (Beta) ver 4.1.0.4070 installed on my Samsung Galaxy S8+(running Oreo 8.0.0).  When trying to use the Sneak Peak and/or the Locate feature, I CONSTANTLY have issues with both.  I get the,  "We're trying to reach your device. Once we reach it, we'll update its location. If your device is offline, we'll try the command when it's back online".  The location services are turned on and all the permission on the app are turned on as well.  This happens with two different Samsung Galaxy phones (S8 and S8+).  Sometimes it works fine, but most of the time it doesn't or it takes a while (at least 20-30 minutes) before the devices are located and/or a picture is taken (using the Sneak Peak feature).

Replies

Kudos0

Re: Android Mobile Security Sneak Peak and Locate not working

Interesting find on my end. I tried the locate command for my phone and just got the spinning logo indicating it was still looking for my phone. When I refreshed the web page, it shows the successful location. Same for a sneak peak command.

Can you try this next time the location seems to be delayed? Wait about 30 seconds to a minute then refresh the page.

I'll bring this to Norton's attention.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Android Mobile Security Sneak Peak and Locate not working

Funny you should mention refreshing the page--that does work sometimes.  When I mean sometimes, I mean maybe 10% of the time (at most) that I get the spinning logo when trying to locate and/or trying to use sneak peak.  I should add that I get this often from different networks. I have tried on my phone itself (on different wifi networks and cellular), on my home network, and my work network.  It often is hours before it works. Normally it's at least 1-2 hrs, but sometimes it literally is about 4-8 hrs before I get any kind of status.  And like I said, I KNOW the location service and permissions are all turned on.

Kudos0

Re: Android Mobile Security Sneak Peak and Locate not working

To confirm, if you refresh the page after one or two minutes, it still sometimes does not show the location was successful? Or if you wait 5 minutes and refresh the page, does the location history show a successful location around the time you originally clicked on Locate?

In any case, you would always need at least 30 seconds to a minute for a locate to be completed at the best of times. 

This definitely is an issue with the web site, not your devices.

I have passed this information on to my Norton contacts. I'll let you know if I hear anything.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Android Mobile Security Sneak Peak and Locate not working

Yes. It's actually more than a couple of few minutes--more like a couple of few hours.  When when it does work, it only works only for a few minutes, then back to it not working for extended periods of time.  I really can't say if the location history that is shows is from the original time I clicked on locate or take photo, but I suspect that it probably is.  I've attached a screen capture from my phone from yesterday.  I tried to locate the other phone.  From 7:11 am through 2:50 pm, I was only able to locate the phone only three times.  The phone was active with both location services and permissions enabled. I'm going to do the same thing with my own phone today to get some better data.

Thank you for helping look into this.

File Attachment: 
Kudos0

Re: Android Mobile Security Sneak Peak and Locate not working

@Juicebox72

Can you try the Locate and Sneak Peak features again. I just tried, and they worked. 

Thanks

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Android Mobile Security Sneak Peak and Locate not working

Yea...no.  Still the same thing...  On both devices...

Kudos0

Re: Android Mobile Security Sneak Peak and Locate not working

Did these features ever work correctly for you? Or have you just recently started using Norton Mobile Security?

How is your device online when trying to locate it? Cell Data or wifi?

What area of the world are you located? Just wondering if there is some localization issue. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Android Mobile Security Sneak Peak and Locate not working

The features have always worked correctly (I supposed)--just very infrequently when I wanted them to.  It doesn't matter if the devices are on cellular data or WiFi--It does the same thing.  My cellular service is good and this happens on whatever WiFi network I'm on.  I'm in the US, Eastern North Carolina. 

Kudos0

Re: Android Mobile Security Sneak Peak and Locate not working

I've heard back and the team would like to get logs from your NMS. 

Open NMS on one of the devices having issues with the locate. Tap the three bars at the top left and tap on App Settings. Scroll down near the bottom and Enable Debug Log setting.  Now close the NMS app. Now go to your PC and log into your Norton Account and try the Locate command for that device. Keep trying the page refresh until you see the device has been located. Once it is located, go back to your device and open NMS settings again and now tap on Send Error Report with Log Files. In the Support Case ID area of the submission, enter "forum locate issue". Also in the description area, you can describe the issue and include your forum user name and a link to this thread.

Then you can turn off the logging.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Android Mobile Security Sneak Peak and Locate not working

@Juicebox72

Can you please try again to do the locate from the web site. Apparently there were some maintenance tasks being done on the servers.

Things happen. Export/Backup your Norton Password Manager data.

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